PM 512 The Customer In The Project Process April 18,1998 City University

Operating Paradigm Al Hirsch 4 Classes Meetings - Saturdays 8 to 5 206-521-2357 (o), 425-836-3269 (h) hirscha@connext.com 4 Classes Meetings - Saturdays 8 to 5 Breaks - AM & PM As Required Lunch - 1 Hour Atmosphere Informal Dynamic Inquiring Focused City University

Class Schedule April 18th Introduction, Overview & Expectations Course Content Case Studies Project Delivery: A System and Process for Benchmark Performance Assignments Individual Paper Personal Customer Experience Case Study Group Paper Major Case Study Position Paper Final Examination Major Case Presentations Project Team, Management & Customers City University

Class Schedule April 25th May 2nd May 9th Text: 1st Four Chapters, Pages 1 to 107 Case Study Final Case Preparation May 2nd Text: 2nd Four Chapters, Pages 108 to 225 May 9th Final Examination Major Case Exercise City University

The Next Step City University

Case Work Case Selection Preparation Team & Role Selection Two Cases Each Week Final (2 Cases) Preparation Weekly ( Ad Hoc) Final (Similar To Presentation) Team & Role Selection 2 Teams Each Case Company & Client Company & Corporate Analyst City University

The Customers Perspective What is the Customer’s Perspective? Is It A Valid Perspective? … Always? Who Are Stakeholders? Who Says … ? What Are The Differences? Case #1 Corwin Corporation - Show Cause Corwin Peters Company Case #2 1st National Bank - What Happened Management Consultants City University

Assignment For April 25th Personal Customer Experience - Case Study (Individual) City University